More than 7 work days not receiving the ITC Ref #

I blacklisted my phone through mobilesplus in order to get my ITC Reference number and be able to claim my phone from Insurance. The blacklist form was sent on the 15th of February and a follow up call was made. I made several calls to them on the following days asking them to resolve my query but got the same answer, \they've escalated the query and as soon as the network gets back to them they'll send it to me\". It is now the 24th of February and I've got nothing. What is irritating is that the only follow up they can do on their side is through email and they have no contact whatsoever with whoever is sorting out the query from the network provider side (MTN). So to me it seems they don't care much with my frustration as they continue with their jobs. When I took the contract I didn't know they'll be handling all the network issues on my line. I wouldn't advise anyone to get a contract from them as the service I'm receiving is unacceptable."